for some reason i cannot remote control any of our AT&T Samsung SM-T387AA android 8.1 tablets. they are enrolled with Android+. everytime i try to remote control them, i get stuck on "waiting For Screen". the screen will never load. 

i am confused because we also have Verizon Tab E SM-T378V they were android 7.1 but we upgraded them to 8.1 and they work flawlessly. the remote connection always comes through with no issues. just the AT&T tablets never work. 

both ATT and Verizon have the same enrollment type, same agent, and same profiles/rules assigned. the only difference is the physical tablet. 

the agent version is 13.5.1 build 1044 (ELM

Active MDM API

Samsung MDM 5.7, Samsung Knox 3.0 (6.2.0) RC1 (1.8.0.102)

does anyone have any ideas? 

Thanks in advance!